what contract glaziers can do to improve
communication with manufacturers

by Doug Penn

The need to communicate effectively has been the
subject of countless articles, seminars and books, and yet it remains the one area of
business upon which we all need to improve.

As a manufacturer of architectural aluminum, YKK AP America Inc. is always looking for
ways to improve communication with our industry. So when Debra Levy, publisher of USGlass
magazine, approached me about participating in a panel discussion concerning
communication, I naturally jumped at the opportunity. Panel discussions were held at
regional glass shows sponsored by USGlass in Texas, Ohio, and New York. Although
the turnout at each of the shows was very good, we did not get the participation at each
session that we had hoped for. The dialog that did take place among the manufacturers,
suppliers and our customers at each of the seminars was very constructive and certainly
reinforced the notion that we all have a lot to learn about effective communication. I
definitely encourage you to attend your regional glass shows and to participate in the
seminars, as they are educational and rewarding.

Our ability to convey detailed information has improved dramatically over the last few
years. Information delivery has evolved from the three to five days required to send
documents via the U.S. mail, to overnight delivery services. Additionally, fax machines
and the Internet allow us to communicate almost instantaneously with one another. But,
despite all of our advancements in communication techniques, we still are not
communicating as effectively as possible.

Just what do I mean by communicating effectively. Simply put, effective
communication contains all of the pertinent information required by the person that
you are dealing with to complete the required task or make the proper decision. Please
note that I used the phrase pertinent information in the above definition.
Effective communication contains only the information required: do not overwhelm or cloud
the issue with unnecessary information.

Requests for quotes and orders are two key areas in the building industry that require
effective communication among customers and manufacturers/suppliers. These requests must
be timely and need to contain the following information:

 Bid or ship date required. Never use ASAP (as soon as possible) as you may end
up waiting longer than you
anticipated;

 A complete copy of each relevant section of the architectural specifications,
including the general conditions, is preferred by all manufacturers to complete an
accurate and timely quote:

a. A complete copy is required because information that appears to you as irrelevant
may actually affect the price;

b. Only send copies of the appropriate sections;

c. If you are unable to obtain a copy of the architectural specifications then you need
to include:

i. Type of system that the architect is requesting (storefront, curtainwall,
window wall,
operable windows, etc);

ii. Building code that is being used as a basis for the
specifications;

iii. Performance characteristics required such as:

 Air and water infiltration;

 Thermal performance
(U-value and CRF);

 Design load and allowable deflection;

 AAMA performance classification for windows and sliding doors.

iv. Material Finish:

1. For orders, you must include the exact finish required. Painted finishes require
both the paint manufacturer and the appropriate paint code number or approved color chip.

2. For quotes, be as specific as possible as the type of finish will dramatically
impact the value of the quote. For painted finishes please include the actual paint code
if possible. If the architect simply specifies color to be selected, then you
need to list the type of paint (Acrylic or 70 percent Kynar®), if it is an exotic or
metallic finish, and the number of coats required.

iii. Clearly indicate if frames are to be segmented and include radius of the opening
if required.

iv. For curved topped frames include the required radius.

v. Provide details of all trim members, flashing, interior stools, and break metal and
clearly identify who is responsible for providing it.

vi. Is material to be fabricated or supplied in stock lengths?

vii. Include a detail of all special conditions that require additional engineering,
material, or fabrication.

viii. Stock length quotes are based on a specific quantity of material derived from
optimizing the requirements for the entire project. If frame dimensions or quantities
change, the quote will need to be revised.

When sending orders always use a purchase order number, as this will help the
manufacturer track the order. Also remember to list the manufacturer quote number on the
order form. Lastly, ensure that all of the necessary information, including credit
information, has been submitted.

Construction schedules are getting shorter and shorter and manufacturers need your help
to ensure that we, as a team, meet the project requirements. While the list of
requirements for quotes and orders seems to be rather long and complicated, adhering to
these guidelines will actually help to increase both your backlog and profits by:

1. Receiving competitive quotes from vendors that contain only the material wanted;

2. Ensuring that each vendor is quoting apples to apples;

3. Reducing errors that may end up costing you money;

4. Reducing lead times for both quotes and orders. Remember, the clock does not start
ticking until all of the questions have been answered.

As stated at the beginning of this article, we all have a lot to learn about effective
communication and that certainly applies to manufacturers. We understand that we need to
respond promptly, thoroughly and accurately to your questions and inquiries, that we need
to quickly acknowledge receipt of your orders, and that you want reliable shipping dates.
We attempt to meet your requirements by faxing you order acknowledgements (with an
estimated shipping date) and shipping notices that contain the pro number once the
material is ready to leave. Orders that contain non-standard material (profiles, finish,
hardware, etc.) pose the most difficulty in scheduling, as a shipping date is often
dependent on receiving material from outside vendors or suppliers.

We are working on ways of providing better and more up-to-date information to you. In
the future it will be possible for you to check the actual status of your order via the
Internet. If you have suggestions or comments on how we can communicate with you more
effectively, we are always interested in receiving them.

Our goal is to help your company grow and prosper by providing you with the best
possible service on all of your quote requests and orders. We need effective communication
to accomplish this. Please share this article with your employees and co-workers and help
us to help you.